Address Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
About the Team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Moderation Partner Operation Management Lead for EMEA.
Roles & Responsibilities
1. Hire, set up and manage high performing teams of market Partner Operations managers across multiple geographies in EMEA;
2. Responsible for all EMEA Partner Operations Management in day-to-day activities as well as planning across all markets. Collaborate with leadership counterparts in other geographies to drive best practices globally;
3. Set up and standardize new quality management mechanisms and processes for the E-commerce Partner Operations Management across the region;
4. Manage vendors' performance, proactively detect potential risks and take solid actions to ensure and maintain good performance;
5. Responsible for the workflow of EMEA sites' moderation operation in E-commerce including merchant, product, content and live streaming moderation;
6. Define the scope of work for all service providers to handle. This includes providing specific instructions, timelines, and performance metrics. Deep dive into sites' performance analysis, contribute insights, set up realistic and stretching goals and KPI metrics, keep tracking and driving efficient actions;
7. Seek improvement opportunities across EMEA to help improve vendors' operation management efficiency. Timely and effective work with EMEA stakeholders, such as policy teams, product & system teams, to help launch new workflows. And partner with cross-functional teams (e.g., Product and Process), to build logical operational processes and tooling investments;
8. Responsible for managing teams, developing and implementing operational processes, and managing external partners;
9. Establish EMEA wide communication protocols with the service provider to ensure effective communication throughout the engagement, which includes regular meetings, status updates, and feedback sessions.
Qualifications
1. Bachelor's degree or equivalent practical experience. Master degree preferred;
2. Minimum 5-8 years' working experience in Vendor/Operations Management Leadership position role in a major tech or media company, extensive knowledge of policy and moderation landscape in EMEA;
3. Minimum 3 years of larger team management experience. Strong people management skills with the ability to manage teams across regions and timezones;
4. Track record of launching and delivering Partner Operations Management improvements across multilingual markets;
5. Experience in large scale operations working across or coordinating with multiple domains and business units;
6. Able to work in a fast and evolving environment with detail-oriented focus, ensuring closeness to all EMEA relevant moderation business partners (travel to partner sites is essential);
7. Able to think outside the box to identify issues and work to resolve them in partnership with business leaders, but also brings ideas to innovate in our day to day operations;
8. Excellent analytical, leadership, organizational, stakeholder management, and problem-solving skills;
9. Experience in E-Commerce or marketplace platforms is a plus.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
